AccountId: 011433970860
ContactId: e8b1ba0e-581d-43f1-b97b-f6ce3b539ea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1522219 ms
Total Talk Time (AGENT): 198102 ms
Total Talk Time (CUSTOMER): 756224 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e8b1ba0e-581d-43f1-b97b-f6ce3b539ea2_20250528T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. Um, I'm calling because I've been getting um bills from Quest Diagnostic and APL is supposed to be covering um our lab, uh, co-pays or whatever they're called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um, but I, I have not received anything from APL saying, oh, we don't cover this. So, I don't know if Quest is not.
[CUSTOMER][NEUTRAL] Sending them correctly to you guys?
[CUSTOMER][NEUTRAL] Um, cause I get any other one that sometimes my son's, uh, doctor, um,
[CUSTOMER][NEGATIVE] Uh, dermatologist for whatever reason, he's, he, they always sent APL like to cover, you know, the, the, the payment of the second one, and you guys always said, oh, this is not part of, you know, but from Quest, I never received anything saying you guys are covering or not covering.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, I can take a look into your policy and the claims that are being sent in, um, and take a look into request for you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 02462869
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, you need email address is [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] Oh, that's it. And thank you so much for verifying your information. And OK, so on the invoices that you're receiving, may I have um the dates of service on the invoices?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, well, I have here one.
[CUSTOMER][NEUTRAL] The bill date was [PII] is the date of service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, did you have any others?
[CUSTOMER][NEUTRAL] Yes, I have several.
[CUSTOMER][POSITIVE] I have like a collection. This one is, yeah, that one's mine, because I have mine and my husband's as well.
[AGENT][NEUTRAL] OK, just the ones for you because I'm under you for now, but so far it looks like they're not submitting it to us because there's no claim on file for [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] OK, and I've told them that they need to submit them and like I said, I should have gotten if you guys were not gonna pay it, you would have.
[CUSTOMER][NEUTRAL] So is it that they're not submitting it at the right place?
[CUSTOMER][NEUTRAL] These are my husband hold on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So I need to call them back?
[AGENT][NEUTRAL] Well, let me check one more because I've only checked one day, but I'm gonna check another one, but yeah, so far it looks.
[CUSTOMER][NEUTRAL] I hear these are my
[CUSTOMER][NEUTRAL] Oh yeah, let me, yeah, let me, I'm trying.
[AGENT][POSITIVE] Oh, take your time. It looks like.
[CUSTOMER][NEUTRAL] The other one.
[CUSTOMER][NEUTRAL] This one service date [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh no, that was my husband. Never mind.
[CUSTOMER][NEUTRAL] Sorry, that's my husband. Oh, these, yeah, these are all my.
[AGENT][NEUTRAL] That's for your husband?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][NEUTRAL] OK, so I looked under your husband for [PII], but there's no claim on, so the [PII] 1 that I looked for you, there's no claim on file and then the [PII] that I looked for Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause you guys
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] You would have them under the service date, right?
[AGENT][NEUTRAL] Right, that's why I'm asking for the data service so that I can search it and if there was, if they had submitted it to us, there would be a claim here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, which of course you
[CUSTOMER][NEUTRAL] So mine is 418, 2024 is another one.
[AGENT][NEGATIVE] Yeah, they're not submitting the claims to us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so let me call Quest and let them know that I spoke with you guys and that they're not submitting our, our, our, um, and to make sure they're submitting it to the right, uh, account number, I mean, uh, which is the, yes.
[AGENT][NEUTRAL] Do you have their phone number on the invoice?
[AGENT][NEUTRAL] What um phone number is listed on the invoice?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] On the invoice hold on um.
[CUSTOMER][NEUTRAL] Oh, here it is. No, I pay by phone.
[CUSTOMER][NEUTRAL] Call with questions [PII].
[AGENT][NEUTRAL] OK, and do they have an account number or anything on there?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, account number.
[CUSTOMER][NEUTRAL] Wait, there's a bill number. There's a bill number. Are they all the same?
[AGENT][NEUTRAL] 00, you just see bill number, you don't see account or policy number?
[CUSTOMER][NEUTRAL] My, there's my UHC policy number, um, but not, hold on, let me see if this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, they're all different numbers um there's bill numbers but not.
[CUSTOMER][NEUTRAL] Not account numbers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on one moment, I'm gonna call them on the other line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling the Quest Diagnostics, and affiliated joint ventures billing department. For English, press one, gracias por espanol. Did you know that you can make a payment and update your insurance information on our website at [PII]?
[CUSTOMER][NEUTRAL] If you are a patient, policyholder, or a representative from an insurance company and are calling about a bill, press 1. If you are calling from a doctor's office, if you have your bill number and would like to make payment using a credit, debit, or HSA card, sorry, that was not a valid selection. If you have your bill number and would like to make payment using a credit, debit, or HSA card, press 1. To make a payment using your bank account information, press 2. If you are calling to obtain pricing for lab tests, press 3.
[CUSTOMER][NEUTRAL] For all billing inquiries, press 4. To return to the main menu, press 9. If you have a bill number, press 1. If you don't have a bill number, press 2.
[CUSTOMER][NEGATIVE] We did not detect a selection. You are being returned to the menu.
[CUSTOMER][NEUTRAL] If you have a bill number, press 1. If you don't have a bill number, press 2.
[AGENT][NEUTRAL] Mr. [PII], can you enter the bill number for me? Hold on one moment.
[CUSTOMER][NEUTRAL] Please enter your bill number followed by the pound sign.
[CUSTOMER][NEUTRAL] Your current account balance is $27.29. The balance due represents your co-insurance or deductible and is your financial responsibility. Laboratory charges are separate from your doctor's bill and results from testing ordered by your doctor. If you have questions regarding the processing of your claim, please refer to your explanation of benefits or contact your insurance carrier directly for further information regarding your policy. To make payment or set up a payment plan, press 1.
[CUSTOMER][NEUTRAL] To review another bill, press 2. To request a copy of your bill, press 3. To repeat your account information, press 4. For answers to the most frequently asked questions, press 5. For our fax number or mailing or payment address, press 6. To participate in a brief survey, press 7. Please hold while your call is transferred to our first available representative.
[CUSTOMER][NEUTRAL] We are currently experiencing higher than normal call volume. Your expected wait time may be greater than 10 minutes. If you are calling to make a credit card payment and have your bill number available, please press 1 to be transferred to our secure automated payment line. You can also make payments, update insurance information, or check the status of your bill on our by visiting the website listed on your bill.
[CUSTOMER][NEUTRAL] All calls may be monitored or recorded for quality assurance purposes. You may be asked to participate in our survey about your billing experience today. Your participation is greatly appreciated.
[CUSTOMER][POSITIVE] All of our representatives are currently assisting other callers. Thank you for your patience. Your call will be answered in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press one if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold, or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like to call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[AGENT][NEUTRAL] OK, hello Mr. [PII].
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[AGENT][NEUTRAL] Yes, so, uh, um, how do you want to proceed? I can.
[AGENT][NEUTRAL] I will have to drop the line just for holding, but if you wanted to keep holding and then maybe call us back when they come to the line.
[CUSTOMER][NEUTRAL] Um, when they come to the line, what did you say to call you guys?
[AGENT][NEUTRAL] If you wanted to, or you can let them know that the you checked the 3 dates and the claims have not been submitted to APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they need like to confirm the fax number or the mailing address or how to send the claim, um, you can just give them our phone number and have them give us a call. That'll be easier.
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press one if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received APL bill or not IP, the statement that I get from you guys.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEGATIVE] The reason that you haven't received.
[CUSTOMER][NEUTRAL] Make sure that's where they're sending it.
[AGENT][NEUTRAL] The reason you haven't received anything from APL is because they haven't filed a claim with us. What you're looking for is an explanation of benefits that will tell you if we denied it or if we paid out on it, but you haven't received that because they never sent anything to us to process.
[CUSTOMER][NEUTRAL] To you guys yeah but what I'm saying is the address is to confirm. We estimate your wait time to speak with the representative is more than 10 minutes. The APL. You may continue to hold or we can save your place in line by calling you back when you reach the front of the queue. Press one if you would like to call back. Otherwise, please continue to hold and we will answer your call in the order it was received.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, the [PII] box, um, in [PII].
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you all right, you're right. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I mean, uh, yeah, I'm gonna sit, I'm gonna stay and wait.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And see if I can resolve this. I mean this is like the [PII] and [PII] call that I made to them. They say they're gonna send it and then they don't.
[AGENT][NEUTRAL] Yeah, that's all we're waiting for, because once we, OK, so I'll go ahead and drop the line, um, and again, I'm [PII]. I'm the only [PII] here, so if you need anything, it won't be hard to get to me.
[CUSTOMER][NEUTRAL] But yes, I will wait.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] We estimate your wait time to speak with a representative is more than 10 minutes.
[CUSTOMER][NEUTRAL] You may continue to hold or we can save your face by calling you back when you reach the front of the queue. Press 1 if you would like a call back. Otherwise, please continue to hold, and we will answer your call in the order it was received.
[AGENT][NEUTRAL] That's, that's fine. Any, um, I did put notes in the system, so there is, so anyone that um answers will be able to access it, but um if you wanted to ask for me, you could as well.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I'm gonna end the line now, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.